Thank you for contacting ThinScale.
Unfortunately, we do not provide support to Agents/Employees and advise you contact your employer directly if you are having technical issues with ThinScale.
However, please find some useful FAQs that may address the issue you are having:
Q: What is the purpose of Secure Remote Worker?
Secure Remote Worker is a secure workspace. It separates your personal desktop from your corporate/workplace resources. It is intended to ensure your company’s security by ensuring secure access to company resources while protecting your privacy.
Q: How does Secure Remote Worker work?
Secure Remote Worker is an application that you launch from your desktop. It will then log you out of your local, personal desktop and log you into the Secure Remote Worker home. From here, you can securely access resources provided by your company. When you have finished your work, you simply log out of Secure Remote Worker and return to your local, personal desktop.
Q: Does Secure Remote Worker monitor my private PC?
Secure Remote Worker only monitors activity when you are active within Secure Remote Worker. When you launch Secure Remote Worker, your employer will be notified and will see the activity made within the Secure Remote Worker session. Once you have logged out of Secure Remote Worker, your employer will be notified that you have logged out, and all activity logging ceases.
Q: Does Secure Remote Worker make any permanent changes to my PC?
No, Secure Remote Worker is just an application and makes no permanent changes to your PC.
Q: Does Secure Remote Worker only function during my working hours?
Secure Remote Worker must be launched and closed by you. It will only function for as long as you are logged in.
Q: Who do I contact if I have issues on my device?
Any technical issues with your device may not be related to the Secure Remote Worker software, but the profile setup. As such any issues with your device should first be sent through to your employer.
Q: Can I use Secure Remote Worker with two different employers?
While Secure Remote Worker can allow you to work for multiple companies under your company, it cannot facilitate work outside of your company’s server.
Q: Can multiple users use the one Secure Remote Worker device?
Yes, as Secure Remote Worker creates a separate user from the existing Windows user, another employee from your company can access their individual resources so long as they provide their credentials.
Q: What does Secure Remote Worker do when I stop working?
Nothing. Your employer may block specific corporate applications installed locally on your device for security purposes (for example, a corporate VPN). However, there is no interference or view of activity within your personal desktop.
Q: I need help getting Secure Remote Worker installed on my laptop.
Please refer to our Knowledge Base article here for a step-by-step guide for Secure Remote Worker’s installation. If you require any further support, please contact your employer.
Q: The installation link for the Validation Tool is downloading files to a folder instead of running the Validation Tool to check my device.
The installation link must download an executable first before the Validation Tool can run its checks. This is normal.
Q: When running the Validation Tool, I am getting an “Error” on the storage check, despite having enough space
An update of Secure Remote Worker is required. Please contact your employer to update your current version.
Q: When running the Validation Tool, I am “failing” for Windows Updates, despite having the latest version.
This can be resolved by deleting the file “wbdata.dat” and re-running the Validation Tool. This can be found in C:\ Program Files (x86)\SRW.
Q: I am receiving an error “cannot obtain profile” when trying to install Secure Remote Worker.
If the password attempting to be entered is:
1) Your agent profile has not been set in the ThinScale Management Platform.
2) The site set up in your company’s Management Platform is directing your device into the wrong folder.
3) Your agent profile has not been encrypted by IT.
If you are receiving this error, please contact your employer with your machine logs (a guide for accessing machine logs is at the end of this document) and they will make the necessary changes for you.
Q: The password I am entering is not being accepted, despite being correct.
If the password attempting to be entered is:
1) Your VDI login, please contact your employer.
2) A required field for the running of the Validation Tool or Single-Click installed. Please check with your employer to ensure this has not been changed.
Q: Secure Remote Worker download is stuck.
This can happen if:
1) Network issues occur during download, this can cause it to freeze. If this happens, please check your network connection and restart your download.
2) The profile has been set up incorrectly and blocks the required executables. Please contact your employer who will be able to correct this.
3) There must be enough physical or virtual disk space for the download to occur. If the write filter is enabled, please contact your employer to confirm there is enough virtual disk space allocated for the download.
4) Some Anti-Viruses will attempt to prevent downloads from sources they do not recognize.
Please ensure your Anti- Virus is not interfering with the downloads from ThinScale or from your company.
Q: I am not able to continue with my installation and am receiving this message “the remote worker machine is not running. It is reporting bad health.” How can I fix this?
This error can be resolved by:
1) Doing a clean re-installation of Secure Remote Worker by following these steps:
2) If this does not resolve the issue, please ensure you have enough RAM to support Secure Remote Worker. You must have 4GB of RAM minimum.
3.) Secure Remote Worker requires x64/x86 infrastructure and will not run on ARM based devices.
Q: I cannot log out of Secure Remote Worker. After rebooting, my default user is now Secure Remote Worker and I cannot access admin permissions.
If running on Secure Remote Worker 6.0/6.1, please contact your employer to update to you to a higher version. In the meantime, when rebooting your device, while booting up, hold shift until you see the Windows login screen.
Q: I am receiving the error “no profile available”.
This can occur if:
1) Your device has not been assigned a profile.
Please contact your employer to rectify.
2) This can also occur if there is no network connection between your device and the ThinScale Management Server.
Please check your network connection and contact your employer to confirm the online status of your device.
Q: I am seeing this error message “Your device is disabled, please contact ASD”
Your device has been disabled. Please contact your employer to re-enable your device.
Q: How can I access hardware settings in Secure Remote Worker?
The settings available in your Secure Remote Worker session are dependent on the configuration your employer has set within your profile. Please contact them for any queries regarding access to ensure they do not conflict with your company’s security policy.
Q: I have been asked to access my machine logs by support, where do I find these?
You can find these logs by going to your installation path for Secure Remote Worker. C:/Program Files (x86)/SRW. Copy any “.log” or “.log_old” files and send them to your company.